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WorksheetsDay 7 Huddle
Total questions: 10
Worksheet time: 6mins
It is required that we run a MetaLite test every call and notate the results in our notes.
True
False
When are we able to reach out to ATS/NT ?
If we are not sure what to do
LOOPCARE results are J3
When workflow/SME/TL/Sups tells you to
None of the above
When filling out our notes, we only have to put the information in that we think is important.
True
False
Which statements are TRUE according to the Cheat Sheet, when working with a MDU ONT?
You bounce and refresh ports if workflow says to
Bouncing ports on any type of MDU ONT will affect -all- customers.
You can choose to reboot a specific account only.
Do not reboot or bounce a MDU ONT
If a FiberOptic CX is calling in about his internet not working, which workflow would I select?
FiberOptic ONT
Vantage Video
FiberOptic Data
None, I don't need a workflow
When selecting a FiberOptic Video workflow, we must determine...
What kind of TVs the CX has in his home
When was the last bill paid
The type of STBs the Cx has in the home
None of the above
Scenerio: Cx calls in about the internet not working. After asking probing questions you determine that the globe is red, there is an ethernet cable and there is a WAN light. Which workflow would you use? **Choose 2**
Account Start
Can't Connect Wired All
Red/Amber/No Internet Light
I would just bounce and refresh the port
Where do I go to see the notes that an agent left from a previous call?
Simpl, Notes tab
VXfield
Hub, bottom of screen, Notes tab
Teams
How do I contact ATS/NT if needed in a call? **Choose 2**
Avaya
HUB, Support Links
Core, look up Bold Chat and use link
Contact a SME and he will do it for me
When selecting a Workflow, the service type isn't important.
True
False
